Alvin Hodges

Experience

• 

  ICall India Limited

  Jun 2003 - Jul 2006

  Customer Service Representative

  Started my career in the BPO/ITES industry in the role of Customer service and sales representative for various campaigns within the organization.

• 

  Genpact

  Jul 2006 - Feb 2008

  Credit and Collections Analyst

  - Managed B2B collections using SAP software as a Credit & Collections Analyst.- Conducted thorough credit checks for new customers and set credit limits.- Solely handled special projects and client-specific tasks.- Issued tax credits and managed undisputed tax claims using SAP.- Reduced excess cash credit and realigned funds to appropriate vendors or internal accounts.- Managed collections for disputable claims from CA Customers.- Handled Company internal accounts, IBS, Cash Application, Refunds, Wire Transfers, and Account reconciliations. Show less

• 

  Vodafone Idea Limited

  Mar 2008 - Oct 2010

  Operations Team Lead

  - Managed an entire outbound campaign, ensuring smooth transition and achievement of business goals.- Integral part of new business transition, involved from inception to managing SOPs, processes, training, and hiring.- Oversaw team performance to achieve business goals and meet performance metrics, coordinating with cross-functional stakeholders.- Led Inbound (Customer Care) Operations for Vodafone Prepaid Customer Base Section, managing 38 team members with two direct reports.- Responsible for client communication, data integrity, report analysis, and performance reviews in both outbound and inbound operations. Show less

• 

  Denzil Hodges Foods

  Oct 2010 - Dec 2013

  Fast Food Restaurant Manager

  Contributed in my family business for three years managing the overall restaurant viz. billing, payments, handling accounts, budgeting, calculating food cost, managing inventory, handling customers, managing staff, financial and banking transactions, etc. Demonstration of entrepreneurial spirit, high Involvement in conceptualizing and managing marketing activities of the Restaurant and achieved break even and earned profits within a year.

• 

  Mednautix Pvt. Ltd

  Dec 2013 - Jan 2015

  Assistant Manager - Operations

  - Completed 10 projects with 10 insurance companies in HEDIS audits, meeting deadlines and exceeding client SLAs.- Transitioned to a Migration process post-HEDIS projects.- Managed the entire migration process, collaborating with departments such as recruiting, training, and OJT.- Provided direction, motivation, and training to team leaders, CSR’s, and analysts, ensuring optimal performance.- Led a team of 7 leaders, 6 SMEs, and 115 team members, achieving efficiencies in manpower utilization and deployment. Show less

• 

  Cimpress India

  Mar 2015 - now

  Manager, Operations

  - Core team member in breakthrough projects spanning 3 years, following the Three Laws of Performance philosophy.- Proven track record in operations leadership, including strategy planning, hiring, knowledge management, SOPs, QA, and reporting. Ensure daily operations meet process KPIs.- Experienced Operations Manager overseeing business operations for diverse clients, focusing on growth, people, and leadership development. Currently managing a large team including leaders, SMEs, and graphic designers.- Demonstrated expertise in managing multiple priorities and projects, closely monitoring project status, dashboards, and reporting.- Assess and address training needs to keep skills up to date.- Facilitate cross-functional meetings to support business needs alongside the marketing and analytics team.- Measure customer satisfaction and develop processes to address needs.Notable Accomplishments:- Trained 50+ people managers and SMEs on Decision Effectiveness, fostering positive decision-making behaviors and accountability.- Conducted feedback culture sessions for 150+ employees, promoting a safe environment for effective feedback conversations.- Created and implemented an effective feedback mechanism.- Led exposure programs for various roles to support employee growth.- Represented and implemented a global leadership exploration and preparation program.- Developed a learning path for enhancing leadership team effectiveness and overall development.- Recognized for embodying organizational values of Respect, Selflessness, and High-Performance. Show less